Blog

About ten years ago I had a very interesting experience while attending a conference in Ho Chi Minh City. I’ve been lucky enough to speak at conferences all around the world for years but this one was different. I had an interpreter. At first...

You’ve all heard the saying, ‘it’s not what you know it’s who you know.’ Well, that may be true in life but not so much in retail. In retail it’s what you know AND who you know that wins that day. The more you know about your product or...

Troy – I’m here to find out why I have been charged $175 overdraft fee when I don’t have an overdraft? Bank – Yes? Troy – I’d like you to refund that please. Bank – Well, I can’t do that here sir you’ll have to call customer service....

A recent survey released in Australia shows that Australians are miles behind their American counterparts when it comes to taking care of their customers. By this I don’t just mean customer service, I mean actually talking to them to find out what it...